AI Search redirects Order Guide to wrong page on Service Portal

[Dazler]

Hi,

We just recently upgraded our system to Tokyo.  We currently have the AI Search functionality enabled and it has been working fine, until the upgrade. I noticed that when you search for an item that is an order guide using the AI Search, when you select it, it redirects to the following:

https://<instance>.service-now.com/sp?id=sc_cat_item&table=sc_cat_item&sys_id=464646456164646464646>

Order guides are suppose to redirected to the following:

https://<instance>.service-now.com/sp?id=sc_cat_item_guide&table=sc_cat_item&sys_id=464646456164646464646

If in the search I select just a regulard catalog item form, I am redirected correctly.  It seems to be only with the order guides.

Does anyone know how to go about fixing this?

[Ben169]

While I really hope this problem has a true fix, we were able to find a stop-gap solution. It requires adding an "onLoad" client script to the Order Guide catalog item, that rewrites the URL to the correct value. Here is the link for the short script:
portal-search-experience-order-guide-sc-cat-item-guide 

Enjoy

[Rajshekhar Pau2]

Reported as PRB1619316/KB1213471.

[MichaellaP]

Are all your users experiencing the same issue?
For us only some users are getting redirected to sc_cat_item when clicking on a order guide while others users get redirected to sc_cat_item_guide when clicking on the same order guide. 

[DenysM_]

Hi Michaella,

We had the same issue, which we were able to resolve by creating a sys_property record:

- Name: "glide.search.evam.use_legacy_template_generation"

- Type: "true | false"

- Value: "true"

In KB1949808 it is mentioned that this system property should be removed after upgrading to Xanadu Patch 7+ / Yokohama Patch 1+. However, we have just upgraded to the Xanadu Patch 7a and this issue still exists, so we keep this system property set to true.